#002: How Do Retailers Improve Customer Experience?

For this episode of CommerceTomorrow, Dirk and Kelly have invited John Panella, Group Vice President at SapientRazorfish. As John has been in this position for almost 16 years now and knows hundreds of customer projects in the e-commerce space, he shares his views on the recent technological developments. He talks about how retailers currently seek to improve in-store experience by features like extended aisle or different sorts of clienteling apps. Other topics in this episode is the ability to be more nimble by changing the organization to vertical teams, and the strategy of decomposing the monolith and go for a headless architecture.